Hotel Equinoccio

House Policies and Conditions

Equinoccio is a place for conscious rest on the shores of Lake Coatepeque. To keep it calm, safe and welcoming for every guest, we ask that you read the conditions below before you book. By completing a reservation, you accept them.

Contents

At a glance

  • Breakfast, kayak and paddleboard are included in every stay.
  • Outside food and beverages are not permitted, and raw or uncooked food may never enter the property.
  • There is no guest kitchen or cooking facilities. We have our own on-site restaurant.
  • Rooms differ in layout and views. Please review the description of your room category before booking.
  • If anything is not right during your stay, tell the front desk right away so we can fix it.
1

Rates, Taxes and Charges

  • Your confirmed rate includes breakfast, kayak and paddleboard use along with all common areas.
  • Applicable taxes, currently 18%, are reflected in the rate shown at booking.
  • Activities such as e-foiling, jet skiing, wakeboarding, wakesurfing, tubing, boat tours, SUP yoga and in-room massages are optional, and each is priced before you confirm it with the front desk.
  • There are no resort fees or mandatory extra charges beyond what is listed in this document and in your booking confirmation.
2

Cancellations, Changes and Shortened Stays

Cancellation window and what is charged.

Direct Bookings

Guests who cancel 7 days or more before the check-in date will not be charged any fees.

Guests who cancel less than 1 week before the check-in date (including those who do not show up) will be charged 100% of the booking amount.

Booking

The guest can cancel free of charge until 7 days before arrival.

The guest will be charged the total price of the reservation if they cancel in the 7 days before arrival.

Expedia

Travelers who cancel 1 week or more before 6:00 PM CST on the day of check-in are charged no fee.

Travelers who cancel less than 1 week before 6:00 PM CST on the day of check-in (including no-shows) are charged 100% of the booking amount.

Airbnb

Guests who cancel within 5 days of check-in or during their trip will be charged 1 extra night and refunded 50% of unspent nights.

The guest will always be charged a prepayment of the total price of the reservation in the 7 days before arrival.

3

Check-In and Check-Out

  • Check-in from 3:00 PM, check-out by 12:00 noon.
  • Early check-in and late check-out are subject to availability. Ask the front desk and we will do our best to accommodate you.
  • Luggage storage is available on arrival and departure day.
4

Our Rooms

Each room category has its own layout and features. Please check the description and photos of the room you are booking before you confirm.

  • Panoramic Room: second floor, floor-to-ceiling windows, private balcony and direct lake and crater view.
  • Comfort Room: private terrace overlooking the pool, with the lake beyond.
  • Signature, King and Family Rooms: garden views. These rooms do not include balconies.
  • Twin Room & Queen Economy Rooms: no view, no balcony.

Rooms are accessed through open-air walkways, part of the property’s nature-integrated design.

Views and window orientation vary by category.

5

Children and Extra Guests

Maximum occupancy: Comfort Rooms 3 guests, King/Twin/Queen Rooms 2 guests, Family Room 6 guests, Panoramic/Signature Rooms 4 guests.

If the number of guests is correctly indicated in the online booking engine, the charge will be USD $16.95 + taxes (18%), applicable to children aged 6 and older. If an additional guest is discovered on-site (at the property) without having been previously declared, a charge of USD $21.18 + taxes (18%) per night will apply. By confirming the reservation, the guest acknowledges that the on-site charge is higher than the rate applied through the online booking platform.

6

Food and Beverages

Our restaurant and bar. Breakfast, lunch and dinner are served at our lakeside restaurant (7:00 am to 8:30 pm), with the bar open until 9:00 pm. Breakfast, made with produce from our own farm, is included in every stay.

Outside food and beverages. To keep our guests and our kitchen safe, outside food and beverages are not permitted on the property.

Raw and uncooked food. Raw or uncooked food may not enter the property under any circumstances. This is a hygiene and food-safety rule that protects every guest and our kitchen, and no reservation is exempt.

No cooking facilities. Equinoccio has no guest kitchen, grills or cooking facilities, because we operate our own restaurant. Please plan your meals accordingly.

Special dietary needs. Tell us in advance about allergies or dietary requirements and our team will prepare for you.

7

Water and Refreshments

Each room receives a full pitcher of drinking water with two glass cups, refilled whenever you ask the front desk. We use glass instead of plastic bottles to protect the lake and its surroundings.

In-room refrigerator and minibar: We require a deposit of $55 to unlock the in-room minibar fully consumable. At the end of your stay if you haven’t consumed the complete amount in items, the rest is refunded in cash.

8

Quiet Hours and Shared Spaces

Equinoccio is a place for conscious rest.

  • Quiet hours are from 9:00 PM to 7:00 AM. Please keep music, speakers and conversation low in rooms, walkways and garden areas at all times.
  • Rooms open onto shared walkways, so we ask guests to be mindful of neighbors, especially at night.
9

Visitors and Day Guests

Visitors are welcome in the restaurant and public areas with prior approval from the front desk and the respective costs of a Daypass.

10

Lake, Pool and Activity Safety

  • Lake and pool activities are enjoyed at your own risk. Children must be supervised by an adult at all times near the lake, pier and pool.
  • Please use life jackets and follow the instructions of our team when using kayaks, paddleboards and motorized equipment.
  • Activities may be paused for weather or lake conditions for your safety.
11

Smoking & Pets

  • Smoking is not permitted inside rooms or the restaurant. Staff will indicate the designated areas.
  • Comfort Rooms are the only pet friendly option for a stay-over, with the respective additional charges and conditions.
12

Care for the Lake and Our Surroundings

Equinoccio operates on a sustainability-first model with its own farm, glass water service and reduced single-use plastic. We ask guests to help us keep Lake Coatepeque clean: please avoid littering, do not feed wildlife, and use the provided facilities for waste. We do not provide plastic bags of any kind.

13

Damages and Belongings

Guests are responsible for any damage to rooms, furniture or equipment during their stay, charged at replacement cost.

14

Photography and Content Creation

Personal photos and videos are always welcome. Commercial shoots, branded content and professional equipment require prior written approval, and guests may not film or photograph other guests without their consent.

15

Getting to the Hotel

The final stretch of road to the lake is in rough condition in places. We recommend allowing extra travel time, and our team can send you detailed directions before your arrival.

16

Guest Acknowledgment

On arrival, each guest signs a short acknowledgment confirming they have read these policies. Our front desk is available before and during your stay for any questions about them, and we encourage you to write to us at any time before you travel.

17

Tell Us During Your Stay

If anything is not right during your stay, tell us right away. Contact the front desk in person or on WhatsApp at (+503) 7939-4965 and our team will resolve it on the spot. Most issues can only be fixed while you are still here, and we would rather solve them for you than read about them after you leave.